MatrixCare Hospice Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Relationship, Product
MatrixCare's hospice product is excellent. The support is excellent for the hospice clinical product....
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Relationship, Product
Support can be spotty for billing or integrations. The integration we have for messaging is not...
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Loyalty, Relationship
I love MatrixCare's web support. I love the live chat feature. I have never had any problem with...
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Product
I have recommended MatrixCare Hospice. If someone were thinking about implementing MatrixCare...
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Product
I like that MatrixCare Hospice keeps us compliant in a lot of areas. I love the e-fax of orders. I...
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Loyalty, Relationship, Product
I think the upgrades of MatrixCare Hospice are good. I love that we can submit an idea and vote on...
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Product
MatrixCare Hospice doesn't meet bereavement very well. Bereavement is something that is hard to work...
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Value
MatrixCare has everything piecemealed out. We have our basic product, and then if we want...
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Relationship
MatrixCare is always available, and they are very responsive. If they don't know the answer, they...
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Operations
I would tell someone thinking about implementing MatrixCare Hospice to make sure that the vendor’s...
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Loyalty
We considered moving away from MatrixCare Hospice because the cost is high, and we wanted to see...
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Loyalty, Value
We ended up staying with MatrixCare because even though the cost was high, other solutions didn’t...
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Operations
There was a situation where there was an upgrade for MatrixCare Hospice, and it ended up messing up...
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Value
One area that MatrixCare is falling short in is cost. We have had to try to do a few workarounds...
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Operations, Product
Our processes were not ready for us to fully use the system as designed. That issue was more on our...
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Loyalty, Product, Value
The vendor is always offering new integrations and new features. I know that they have been working...
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Operations
The vendor warned us that we weren't giving them enough time to teach us. I wish the vendor had been...
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Relationship
The vendor's chat feature is always really easy to use. Our nurses can call and talk to a live...
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Relationship, Operations
The vendor sends out weekly emails where they will talk about any upcoming regulatory changes. If...
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Culture, Value
The vendor offers additional benefits, but those are often an extra charge. The vendor's baseline...
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Product
Our needs aren't being met by the solution in the hospice IDT area. The system isn't as user...
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Operations
We implemented the system during the COVID-19 pandemic. The vendor went from coming to see us in...
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Operations
The vendor was extremely helpful during our initial implementation, and every upgrade we have done...
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Relationship, Product
MatrixCare does their best when new things come up through the pipeline with CMS or Medicare,...
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Relationship
MatrixCare does have good chat and email support, but it is not always as immediate as we need it to...
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Operations, Value
When we first log into MatrixCare Hospice, there is a banner or alert when MatrixCare does upgrades....
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Loyalty, Product
The only reason we stay with MatrixCare Hospice is that clinicians love it, and it is easy and user...
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Product
I would recommend MatrixCare Hospice. At the end of the day, it is a good product for clinicians who...
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Operations
When we started out, we were a brand-new hospice starting from scratch and knew nothing about...
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Value
There are things that MatrixCare could definitely improve upon. The biggest challenge is probably...
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Loyalty, Relationship, Product
The biggest thing I see is that MatrixCare is becoming more and more proactive when it comes to...
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Relationship, Product
If we need help, we can go into the modules and do things on our own. But in regards to being able...
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Operations, Product
The vendor's implementations have been flawless. The strengths of the product are its inclusiveness...
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Culture, Value
I wouldn't say the vendor avoids charging us for things. They have a lot of add-ons, like faxing and...
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Relationship, Operations
I haven't really had to escalate anything that far, but I think that I could if I had to. MatrixCare...
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Relationship, Operations
Initially, when we first implemented MatrixCare Hospice, it was pretty robust. I understand that the...
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Operations
MatrixCare was so organized during the implementation. We had a timeline. I knew exactly what to...
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Relationship
We are a small agency, and we only use the basic version of MatrixCare Hospice, so we do not have a...
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Product
We don't have issues. MatrixCare's system is not perfect by any means. However, if it is down,...
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Operations, Product
A lot of the time, MatrixCare's upgrades aren't functional at first. Or the vendor implements...
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Product
I would like to see MatrixCare come up with their own ePrescribing software. That would solve a lot...
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Relationship
If MatrixCare’s support people ever tell us that they are sending stuff to tier-two help, we never...
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Relationship, Operations
Our point of contact from MatrixCare has been really good. The person we have now is very receptive,...
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Operations
We were very dissatisfied with the implementation of MatrixCare's system. We basically taught...
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Product
MatrixCare's system works. It gets the job done for what we need. We wish it were a bit shorter in...
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Operations
The initial training was excellent. The ongoing training is just learning tracks, but it has...
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Product
MatrixCare cannot put our own templates into the system, whereas I think some other EHRs allow us to...
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Product
Our hospice is very satisfied with MatrixCare Hospice. I think everything flows really well in terms...
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Product
Our biggest pain point in MatrixCare Hospice is having a compliant visit note and alerts. There is a...
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Operations, Product
We have had to do a lot of workarounds to get the system to be compliant and pass the surveys and...
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Loyalty, Relationship
MatrixCare tells us to put our ideas on an idea board, and then the ideas will get on their road...
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Loyalty, Product
MatrixCare has limited interoperability with other platforms. We do the whole continuum of home...
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Relationship
MatrixCare resolves some issues quickly. They are responsive. We can get ahold of them, and they are...
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Product
We really struggled with transferring patients from one program to another, and MatrixCare revised...
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Operations
One thing we implemented most recently from MatrixCare was the interdisciplinary group meetings. We...
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Relationship
MatrixCare pretty much takes care of everything we need to operate efficiently. One of their...
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Value
MatrixCare is good at not nickel-and-diming us. A lot of the new updates and things are included in...
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Relationship, Operations
MatrixCare really goes above and beyond to stay on top of the regulations and changes in the payer...
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Product
We absolutely love MatrixCare. We love that MatrixCare Hospice is app based, so we don't have to...
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Operations
In our initial training with MatrixCare years ago, the first trainer didn't seem trained or...
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Relationship, Product
I have one integration issue with a third-party vendor and MatrixCare, and each vendor says it is...
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Relationship
MatrixCare’s support people are excellent. And they are fast. If I need them, they immediately...
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Product
MatrixCare Hospice is very user friendly. It is intuitive. There are a lot of safety nets built...
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Relationship
Sometimes MatrixCare’s support people come to the table and say that they fixed our problem, but...
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Product
We have a lower hospice census, so for billing, MatrixCare Hospice is not quite as complex as the...
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Culture, Value
MatrixCare does a good job of not nickel-and-diming us, but I would like to revisit and better...
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Loyalty, Relationship, Product
MatrixCare is always automating things and trying to take away clicks, and they always meet every...
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Operations
It would have been nice to have an in-person go-live and in-person training for the size of the...
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Loyalty, Product
Our providers would like MatrixCare Hospice to have communication back to the office instead of...
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Product
I like the clinical iPad that is set up with MatrixCare. It is easy for the clinicians to use in the...
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Relationship, Product
MatrixCare is getting better at alerting us to things. They are making improvements, but they are...
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Relationship
I have pretty good luck with MatrixCare’s support. I appreciate the texts that come if something is...
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Product
The reliability of MatrixCare Hospice is good. We went from having our own servers to being cloud...
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Product
We have probably weeded out all the major functionalities of MatrixCare Hospice, but there are...
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Product
We see things on the information page every time we open MatrixCare's system to log on and do work,...
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Loyalty
We are wondering whether there is a piece or extra component we need that we aren't using, but we...
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Product
There are little pieces we would like to tweak and see in MatrixCare Hospice. I don't know whether...
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Culture, Operations
We had a lot of issues where the person trying to sell us the program initially did not connect us...
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Loyalty, Operations
If it were up to me to decide, I would purchase MatrixCare Hospice again, but I might choose a...
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Relationship
We haven’t had any problems with MatrixCare keeping promises. When we have had to reach out, they...
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Relationship
MatrixCare’s support is prompt, and I haven't heard anything necessarily bad about them other than...
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Relationship
Once MatrixCare commits to something, they do get it done. That has overall not been an issue....
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Loyalty, Relationship
Interestingly, we were one of the first agencies in our state to switch to this vendor. Since then,...
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Operations, Product
MatrixCare Hospice is a very compliant EMR; it is just too cumbersome, and it lacks in efficiency....
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Operations, Product
MatrixCare really needs to scale down the solution and stick to the point. It is too big. The users...
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Product
MatrixCare made a big change that was incredibly upsetting. We have to have a verbal certification...
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Relationship
MatrixCare does have a support team we can call, but sometimes they don’t even know what they are...
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Culture, Value
We are being nickel-and-dimed on MatrixCare Hospice. We also use the vendor for billing. We have had...
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Relationship
MatrixCare is proactive as far as regulatory changes go; they do have a team who works on that. But...
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Product
The front office side is a bit more difficult to navigate. I wish scheduling were more on the...
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Operations
We had a bit of a rough training to start. It got better, and we switched trainers, but it just...
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Product
There are quite a few things that the vendor could improve on. Several of us in the industry have...
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Relationship
We haven't had any issues. And MatrixCare has handled the small ones that we have had right away. I...
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Loyalty, Relationship, Value
We have seen improvements in our time management, our medication management, and things that we were...
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Value
It would be helpful for other organizations to know just the overall startup cost because we had to...
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Loyalty
I love MatrixCare. I used their system at a different agency before I came here. Back then, the...
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Operations
The implementation of MatrixCare Hospice years ago wasn't great. It didn’t feel like the person who...
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Product
MatrixCare Hospice is easy and pretty intuitive. It doesn't take a lot of hand holding to get the...
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Relationship
I'm not thrilled with MatrixCare’s support, although they do try really hard and are getting better....
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Loyalty, Product
I like MatrixCare and find it user friendly overall. Our clinical staff members frequently complain...
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Relationship, Product
We have had glitches here and there when the vendor makes updates to MatrixCare Hospice. We think we...
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Operations, Value
When we first started using the solution, there was a test site we could use in MatrixCare Hospice...
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Operations
Our initial training from MatrixCare was not very good at all. I have had to learn everything myself...
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Relationship
MatrixCare is pretty good if they are having an issue on their side. Most of the time they can...
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Relationship, Product
We have had problems in the last several months with our data in MatrixCare Hospice that is supposed...
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Operations, Value
MatrixCare wants to charge me for training on things that I'm already paying for, and I'm unhappy...
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Relationship
I have recommended MatrixCare to several others in our region. I have been happy with MatrixCare....
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Loyalty, Operations
I'm so glad that we moved to MatrixCare. Their system is fantastic. When we had an implementation,...
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Product
The system's scheduling piece isn't great. That is the only thing about it that would make us...
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Value
With MatrixCare's payment model, it seems like there have been some pieces of the program that the...
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Relationship
MatrixCare is wonderful to work with. The things that make them stand out are the ways they interact...
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Loyalty, Relationship
MatrixCare's support team has come a long way. Those team members have made improvements, and now,...
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Product
We thought our clinicians would be able to do all their duties on iPads, but they cannot. We had to...
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Product
Rather than being locked into an app, I wish providers could access the clinical aspects of the...
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Loyalty, Value
In general, there is not a single EMR that I have come across that hits every single mark that I...
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Operations
The MatrixCare Hospice upgrades pretty much just happen, so there is not really an implementation...
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Loyalty, Relationship
MatrixCare is working on a lot of things, including being more proactive, but it has been a while...
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Relationship
The people that I work with at MatrixCare definitely can look into things or move things up. In the...
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Relationship, Product
There are some issues with MatrixCare Link; there are a couple of sides to the app; one is texting,...
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Loyalty, Relationship
MatrixCare is pretty innovative; they are looking into new partnerships with other companies that...
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Value
There are a lot of new add-on items from MatrixCare, and those end up being an add-on charge.
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Operations, Product
MatrixCare Hospice is very intuitive, and most of it is pretty easy to use. When we go through the...
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Loyalty, Product
We would like MatrixCare to improve the scheduling and patient engagement sides. One of our big...
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Loyalty
We are possibly moving away from MatrixCare for palliative care because we are at that threshold...
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Relationship
MatrixCare needs to do more with customer service. Any support team members that are tier two and...
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Product, Value
Overall, MatrixCare Hospice is the easiest hospice solution I have ever seen. All the safeguards...
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Loyalty, Value
We also use another vendor to bill for hospice. We are considering using MatrixCare for our...
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Product
I love the system, but I wish I could tailor it to the team a little more. It needs to be a full...
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Relationship
When we ask questions, request things, or need assistance from MatrixCare, they forget about our...
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Loyalty, Product, Value
We pretty much have to have MatrixCare Hospice long term. I would love it if I could find an EMR...
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Operations
Usually, the MatrixCare upgrades happen, and we wind up receiving a notification from MatrixCare...
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Relationship, Product
With MatrixCare, we want to make sure that we are able to provide our patient care reports...
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Product
With MatrixCare, most of the product is a little more complicated for our nursing staff in terms of...
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Product
MatrixCare had a lot of integration from their old communication system, which was called MatrixCare...
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Relationship
The product is good, but the customer service is not. We have regular meetings with the vendor, and...
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Operations
The product implementation was rough. Different people were telling us different things. There...
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Relationship
We haven't had any issues with MatrixCare's system. If we do have issues, their support team is very...
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Product
I would like to see MatrixCare’s job aids be more easily available.
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